Customer Service Manager

LGBT Jobs; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Pension contribution

Flexible working

30 days annual leave (plus holidays)

Cycle to work scheme

Healthcare cash plan

Life assurance and income protection

Paid voluntary days and parental leave

Job summary

British Business Bank is seeking a leader to head a multi-channel customer service team in a hybrid London setting. You will drive a high-quality, compliant service by leveraging customer insight and performance data to inform continuous improvement and the customer experience strategy.

You will oversee operational performance, service levels and quality, using MI to spot opportunities and coach staff, while collaborating across Start-Up Loans and the wider British Business Bank to evolve our

Qualifications

• Experience leading customer service teams.
• Ability to use data/MI to drive improvements.
• Strong stakeholder management capability.
• Solid understanding of quality, compliance and customer experience.

Responsibilities

• Lead a high-performing, multi-channel customer service team.
• Manage operational performance, service levels and quality.
• Use MI and insight to identify improvement opportunities.
• Coach and develop the team and manage risk and quality assurance.
• Collaborate with colleagues across Start-Up Loans and the British Business Bank.

Skills

Leadership

Data-driven decisions

Customer service

Performance management

Stakeholder management

Job description

London hybrid working with 2 office days per week

Fixed term contract up to 12 months

Full-time role, 37.5 hours per week

Leading a multi-channel customer service team

Responsibilities include operational performance management and quality assurance

Role requires experience in customer service and data-driven improvement

Employer offers comprehensive benefits including pension contribution and flexible working

Description

Location: London Hybrid Working

(Expectation that you will attend an office 2 days per week)

Contract: Fixed Term Contract up to 12 months

Hours: Full time 37.5 hours per week/flexible days and/or hours (Mon-Fri)

THE ROLE

In this role, you will lead a high-performing, multi-channel customer service team, ensuring customers receive an excellent, efficient and compliant service. You will use customer insight, performance data and feedback to drive continuous improvement, enhance customer journeys and support the delivery of our customer experience strategy.

You will be responsible for managing operational performance, service levels and quality, using MI and insight to identify opportunities for improvement and support effective coaching and development across the team. You will also play an important role in managing operational risk, controls and quality assurance, ensuring we maintain high standards of service and compliance.

Working collaboratively with colleagues and stakeholders across Start-Up Loans and the wider British Business Bank, you will support the development of our Customer Contact Strategy and future customer support model, helping us deliver an effective and scalable service as our business evolves.

We are looking for someone with experience leading customer service teams, using data and insight to improve performance, building strong stakeholder relationships and delivering positive outcomes for customers. You will be organised, adaptable and confident working in a fast-paced environment, with a strong understanding of quality, compliance and customer experience.

Most importantly, you will be passionate about creating exceptional customer experiences and supporting your team to deliver them.

• 30 days annual leave plus bank holidays, opportunity to buy and sell up to 5 days holiday


• Cycle to work scheme, healthcare cash plan, Group Income Protection and life assurance


• Paid voluntary days, maternity, paternity, adoption, and shared parental leave


• Benefits designed to suit your lifestyle - from discounts on retail and dining, to health and wellbeing, travel, and technology...and plenty more

About British Business Bank

The British Business Bank is an established and influential institution with a key mission of driving sustainable growth and prosperity throughout the United Kingdom. It plays a vital role in supporting access to finance for smaller businesses, facilitating their development and contributing to the transition towards a net zero economy.

Since its inception in 2014, the British Business Bank has functioned as a government-owned economic development bank, operating independently to fulfil its objectives. It collaborates with over 200 delivery partners, including high street, digital, specialist, and challenger banks, venture capital and private debt funds, as well as fintech platforms, to implement its programs effectively.

With offices in Sheffield and London, the British Business Bank currently employs approximately 550 individuals.

As an organisation that values flexibility, wellbeing and collaboration, the British Business Bank introduced a hybrid-working model in 2020. Our colleagues typically spend an average of 2 days per week working in our offices, striking a balance between the advantages of remote work and the benefits of in-person collaboration. The successful candidate for this role should be able to commute to our office (unless specified).

At the British Business Bank, we aim to represent the communities we serve, firmly believing that different perspectives make us stronger. We strongly encourage applications from individuals with varied experiences and backgrounds.

As a Disability Confident employer, we commit ourselves to having an inclusive, equitable and accessible recruitment process supporting applicants and employees, making reasonable adjustments whenever it is feasible.